Crescent Hotels & Resorts Digital Transformation Initiatives

About the Customer

Crescent Hotels & Resorts, LLC, a hotel management company, operates hotels and resorts in the United States and Canada. Crescent Hotels & Resorts, LLC was formerly known as Crescent Hospitality Corporation and changed its name to Crescent Hotels & Resorts, LLC in September 2006. The company was founded in 2001 and is headquartered in Fairfax, Virginia.

Scope and Challenges

The company’s completely manual benefits enrollment process included the printing, preparation, and distribution of benefits guides, enrollment kits, information sessions, and the data entry of benefits. It also required employee reminders, manual collection of forms, updates, and corrections because of incomplete or erroneous elections, and executive reporting which had to be compiled for senior leaders using spreadsheets.

“Our manual process, administered by local staff who were not benefits specialists, increased the likelihood of costly issues,” said Gustavo Serbia, vice president of human resources at Crescent Hotels.

Outcome and Implications

Crescent Hotels began deployment of UltiPro Benefits Enrollment in February 2016, with completion required by the start of open enrollment in mid-April.

The company was committed to moving the entire organization to the online process that covered four medical plans, two dental plans, one vision plan, supplemental life options, short- and long-term elections, FSA and HSA, plus accident and critical illness plans.

“After a two-month deployment from start to finish, the launch of UltiPro for benefits open enrollment process was a huge success,” said Jeff McMillan, corporate director of payroll at Crescent Hotels & Resorts.

The move to UltiPro for open enrollment will save them about $30,000 per year.

Quotes

“The entire organization used the process, with no interruption of coverage to employees. We reduced the number of labor hours across the organization, automated election approval status reports to our locations, and provided our leadership with frequent real-time reporting,” said Jeff McMillan, corporate director of payroll at Crescent Hotels & Resorts.